Voci and TopBox Partner to Provide Voice-Based Root Cause Analysis

Voci Technologies, a provider of speech-to-text transcription and speech analytics solutions, has formed a new partnership with TopBox, a cloud-based provider of interaction analytics for the contact center.

Voci's V-Spark Voice Analytics engine will be integrated into TopBox's analytics software for a comprehensive view of customer interactions.

According to Jeff Yentis, president of TopBox, it is not possible to generate high-quality insights without high-quality speech data, and Voci provides that. TopBox evaluated several other vendors to see which had the most accurate transcripts and strongest technology, and, he noted, based on its research, selected Voci for its accuracy and ease of integration.

With the addition of V-Spark, TopBox's solution now provides a range of acoustic-based metadata such as speaker emotion and gender identification in addition to Voci's voice transcriptions. According to the companies, the Voci-TopBox partnership will enable companies to view these transcripts alongside the rest of their information for a deeper understanding of root cause and global insights into agent performance, customer experience, sales effectiveness, and marketing intelligence.